Customer Service Agent Supporting FEMA

Make a Difference with FEMA: Join Our Customer Service Team in Isabela, Puerto Rico!

Capitol Bridge Puerto Rico is on the lookout for passionate On-Site Customer Service Representatives to join our team in Isabela. This is your opportunity to support individuals affected by disasters through our collaboration with FEMA. Stationed at our Isabela site (699 Industrial Avenue, Isabela PR 00662), we need experienced Data Operators (Level I) eager to contribute positively to our customer’s experiences.

Why Join Us?

As part of our team, you'll embark on a meaningful journey, helping others in their time of need. To ensure you're fully prepared, Capitol Bridge Puerto Rico provides paid, comprehensive training. This training equips you with the necessary tools and knowledge to deliver unparalleled service, support, and professionalism to every caller.

Your Impact Starts Here.

By joining us, you play a critical role in our mission to aid those impacted by disasters. If you're enthusiastic about making a significant impact and ready to elevate your career in customer service, we invite you to apply.

On-site Hours of Operations (TBD)

Compensation: $17.20 p/h + Health & Welfare

Health & Welfare (H&W) dollars—also referred to as fringe dollars - are contributed by your employer to help pay for your benefit coverage as required by the Service Contract Act obligation. There is an H&W contribution for every hour you are paid (including PTO, but excluding overtime hours), up to 40 hours per week or as defined by the applicable Wage Determination.

• Paid Holidays.
• PTO (Vacation and Sick Leave as per current PR Labor Law).
• A variety of shifts that meet lifestyle and family goals.
• Fun, professional atmosphere.
• Leadership support to ensure success in a meaningful career.

Responsibilities include (but not limited to):

• Utilize standard technology such as a telephone, e-mail, and web browser.
• Navigate to the appropriate pre-scripted responses which must be read verbatim to provide basic general and claims specific information.
• Follow established and documented policies and standard operating procedures, such as, filling out timesheets and adhering to privacy rules.
• Assist caller with filling out online application and submitting it electronically to plan provider for processing.
• Complete basic call log related to the phone inquiries such as clicking radio buttons to confirm which scripts were read by the CSR to the caller.

Education, Skills and Qualifications:

• High School diploma or equivalent required.
• Minimum six (6) months customer service/secretarial/telemarketing experience required.
• Must be able to speak and read English clearly, professionally, and fluently.
• Must be able to type a minimum of 20 WPM (Words Per Minute).
• Experience working with a PC and the Windows operating system is required.
• Ability to effectively work within established contractual turnaround times required.
• Must have excellent interpersonal and leadership skills and the ability to organize simultaneous tasks.
• Ability to work as a member of a team.
• All personnel will be required to undergo program update training as the program changes.
• You may be required to work holidays, and overtime may be required.

Physical Requirements and Work Environment:

• Prolonged sitting throughout the workday with occasional mobility required.
• Corrected vision within the normal range.
• Hearing within normal range. A device to enhance hearing may be provided if needed.
• Must possess sufficient manual dexterity to operate an on-line computer terminal and other standard office equipment, including a financial calculator, personal computer, and telephone.
• Occasional movements throughout the department daily to interact with staff, accomplish tasks, etc.

Screening Requirements

Please be prepared to comply with requests for background checks and/or drug screenings related to this employment opportunity. Prompt responses to all requests are essential, as we aim to fill our vacancies swiftly. Failure to respond may lead to disqualification from consideration for this position.

Reasonable Accommodation

If you require alternative methods of application or screening, you must approach the employer directly to request this. To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Other duties may be assigned.

EEO Statement

Capitol Bridge Puerto Rico, is dedicated to fostering an inclusive and diverse workplace. As an Equal Opportunity Employer, we make all employment decisions based on business needs, job requirements, and the qualifications of the candidates, ensuring fairness and equality. We strictly prohibit discrimination on the grounds of race, color, religion, national or social origin, sex (including pregnancy), age, physical, mental or sensory disability, HIV status, sexual orientation, gender identity and/or expression, marital status, civil union or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, or any other classification protected by the laws and regulations in Puerto Rico and other locations where we operate. Our commitment to equality, respect, and integrity guides our mission to create a workplace where everyone can thrive and contribute to our success.